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Blog

Best Practices to Deliver Superior Customer Service via Live Chat and Messaging

by Mktg team | July 30, 2019

According to a recent study, Live Chat has a 73% satisfaction rate as a way for customers to interact with businesses. Text-based channels allow for faster response times, are Is more scalable than phone support, and in most cases, lead to happy customers.

Read and discover the main aspects you need to know before implementing live chat on your website.

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Topics: customer service, live chat

ChatBot as Virtual Agent: The Intelligent Service Comes to Operators' Help

by Mkgt team | July 16, 2019

ChatBot technology represents an enormous potential for enhancing the customer journey; it is increasingly widespread, and it is becoming a part of all of our digital lives. Its application is spreading into messaging platforms and it has been launched as a digital assistant by the largest technology companies.

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Topics: customer service, chatbot, virtual agent

Innovation: A Future Trend in Banking

by Mkgt team | July 02, 2019

Topics such as artificial intelligence and digital banking were under focus in the weeks surrounding IBM Think Summit event, held the last 26th of June here in Milan. Industry leaders and vanguard entrepreneurs made the best of it with talks and interviews, and, of course, Chatbots and integrated customer support software were on the front lines once again.

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Topics: online banking, customer service, online customer engagement, mobile banking, virtual agent, next generation customer interaction, insurance, integration, messaging, chatbots

How ChatBots can Enhance a Call deflection strategy

by Mktg team | June 18, 2019

Nowadays people are used to obtain whatever information they need before even asking. This is the kind of user experience we all want to receive. This is particularly the case when we have a question or issue that needs to be addressed! The contact centers that we explain our problems to don’t always give us what we need and when we need it, which can be more than a little frustrating.

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Topics: mobile customer support, chat automation, chatbot, chatbots

3 Successful Call Deflection Strategies for modern  Contact Centers

by Mktg team | June 04, 2019

Customer experience is constantly evolving. 

In a recent article 5 Great Ways to Deflect Calls to Self-Service Channels, Keenan Samuelson defines call deflection as “the science of re-routing a customer call to an alternative service channel”.

Call deflections are what every contact center strives for, but few know the techniques that will prove success. Below, you can discover three successful strategies to implement  call deflection in your contact center.

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Topics: call deflection strategy, contact center

How Companies Can Use the Vivocha Video Solution to interact with their customers

by Mktg team | May 21, 2019

The future of real-time communication is already here: add a video support system to your website and mobile app, provide the most personal and meaningful communication channel and integrate the human touch to the interactions with your customers!

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Topics: customer service, video chat

Customers' Expectations Grow Fast; Banking Digital Advice Even Faster!

by Mktg team | May 07, 2019

 

Customers' expectation changes every day and their demands are becoming more and more specific. Industries, like banking, have to keep up with the pace. 

Banking systems struggle to match the market requests and to anticipate customers' necessities, offering the digital service that fits better for them. 

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Topics: online banking, banking customer service

When Customers Need Help, the Digital Remote Advisor Comes In!

by Mkgt team | April 23, 2019

Digital remote advisors are spreading fast in the customer care business and offer remote high quality support that is changing the customer support system. This technology allows customers to be supported in their purchase experience, in the same way they would be in physical stores.

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Topics: customer experience, customer service, digital remote advisor

Your Customers Need Assistance, but Don't Want to Lose Time Waiting on the Phone? Get an Online Appointment Scheduler!

by Mktg team | April 09, 2019

People live their lives in a hurry and expect services to be always available, ready to be used whenever they need. Online appointment scheduler is the solution to this problem because it allows people scheduling an appointment with the contact center at the time they prefer avoiding customers to wait hours on the phone waiting for a voice to answer. 

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Topics: customer service, online appointment scheduler, next generation customer interaction

What Do Customers Expect from Proactive Digital Assistance?

by Mkgt team | March 26, 2019

 

Customers today are far more demanding than the past and their expectation towards companies have increased a lot. Proactive digital assistance is a good solution to satisfy these expectation; if it is done in the right manner, it offers to customers the help they need when they need it, or even before!

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Topics: customer service, proactive assistance

Engagement Tips for Digital Customer Support

by Mktg team | March 12, 2019

Today every company has a customer service department, and it is fundamental for customers' satisfaction and loyalty. It is really important to get in contact with visitors in the best possible manner; the success of a sale can depend on customer engagement.

In this post, you will discover some important tips to engage your visitors for digital support.

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Topics: customer experience, customer service, next generation customer interaction

How ChatBots and real agents can cooperate to deliver the best Customer Experience

by Mktg team | February 26, 2019

Companies are constantly looking for a way to improve and evolve, in order to offer their customers the best possible service. In this digital age, real agents and ChatBots are necessities when attempting to provide amazing customer service; so let’s look at how they can cooperate to give an unforgettable Customer Experience.

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Topics: customer experience, call center agent, chatbot

Artificial Intelligence: Why It Will Never Completely Replace Humans in Business

by Mktg team | February 12, 2019

While Artificial Intelligence (otherwise known as AI) is advancing at a rather fast pace and becoming more sophisticated by the day, it must be said that it will never completely replace humans. So, let’s talk about some of the reasons why humans are irreplaceable in the business world.

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Topics: customer interaction platform, artificial intelligence

How AI is Transforming The Intelligent Digital Assistants

by Mktg team | January 29, 2019

Artificial intelligence (AI) is becoming more and more popular and is on the verge of spreading into every major industry and workplace. With AI touching (or trying to touch) every aspect of our lives in some way or another, we must ask ourselves: how is it transforming the intelligent digital assistants? Before answering this question, let’s discover what an intelligent digital assistant actually is.

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Topics: virtual agent, artificial intelligence

Every Customer's Journey Starts Online

by Mkgt team | January 15, 2019

We are living in a digital era, and in particular, we are in a phase when the most important aspect for companies is creating value and reliability for customers. This change of focus has therefore started to reshape the digital service strategies.

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Topics: customer experience, customer service, next generation customer interaction

Conversational User Interfaces unlock new opportunities for traditional Banks organizations.

by Mktg team | December 21, 2018
Conversational banking is a new digital channel that will soon become mainstream and a fundamental element of an omnichannel distribution network for banks.
It's still at an early stage, but today's customers are very interested in messaging and expect a personalized digital experience.
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Topics: online banking, banking service, artificial intelligence, innovation

From traditional customer service to next generation proactive support

by Gianluca Ferranti | September 21, 2017

Technology has allowed many industries to revolutionize. Even in the business process outsourcing industry, particularly in the call centers sector, there’s been a lot of new developments.

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Topics: customer service, next generation proactive support

How call deflection enhances call center customer experience

by Luca Cermelli | September 19, 2017

Striving for optimal customer experience is a constant battle that call centers must undertake and one of the sustainable ways to achieve this is through call deflection.

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Topics: call center, call deflection strategy

How co-browsing can improve call center customer experience

by Gianluca Ferranti | September 13, 2017

Giving the best customer experience in a call center is one of the main goals set by management. Through co-browsing, you are giving your clients optimal experience.

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Topics: co-browsing benefits, call center

The importance of mobile customer engagement in call centers

by Michele Albertini | September 11, 2017

Engaging customers even while they are on their mobile phones is one of the biggest goals for call centers today. Contact centers know that majority of people have mobile phones and access information through these devices. 

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Topics: call center, mobile customer engagement

Reduce average handle time in call center thanks to chat automation

by Luca Cermelli | September 07, 2017

One of the biggest challenges of call centers is maintaining a decent average handle time during its peak hours. The more support requests that come in, the longer customers have to wait to get entertained by a free agent.

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Topics: call center, chat automation

3 main call center agent problems

by Gianluca Ferranti | September 04, 2017

Those phones aren’t going to pick themselves up and solve your customers' issues. Face it: agents are the main assets of a call center.

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Topics: call center agent

5 tips for improving your call center management

by Luca Cermelli | August 29, 2017

At its heart, managing a call center similar to managing any organization. Benchmarking, saving time, optimizing processes and focusing on your people will be beneficial to improving call center management.

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Topics: call center, call center management

Call deflection: how to reduce customer service calls and increase CX

by Michele Albertini | August 23, 2017

Reducing call center volume should be a priority for Contact Center Operation optimization. 

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Topics: customer experience, call center, call deflection strategy, call defletion, contact center automation, CX

Are you measuring the right call center KPIs?

by Gianluca Ferranti | August 17, 2017

Tracking Key Performance Indicators (KPI) in your call center is more than necessary if you want to make sure your contact center is performing efficiently and you are serving customers in the best possible way.

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Topics: call center KPIs

3 ways to optimize your call center back office system

by Luca Cermelli | August 09, 2017

It’s easy to overlook back office efficiency in call centers since most of the focus is on the frontline operations.

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Topics: call center, call center back office system

Real-time collaboration: a must-have for modern banking

by Gianluca Ferranti | July 05, 2017

Banks today operate in age where the customers have more demands and expectations.

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Topics: banking customer service, realt-time collaboration

3 powerful Vivocha features for mobile customer support

by Luca Cermelli | June 28, 2017

 Mobile phones have grown in importance in the last few years. More and more people want to achieve more things 

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Topics: customer service, mobile customer support, vivocha features

Text chats and social media: the favourite channels to attract Millennials

by Michele Albertini | June 21, 2017

It’s inevitable. Millennials will have the biggest financial influence in the next few decades and today, we are already beginning to feel their increasing purchasing power. 

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Topics: live chat, millennials and banking, social media

3 Key Benefits of Having a Customer Interaction Platform For Your Bank

by Gianluca Ferranti | June 13, 2017

You don’t have to be working for a bank to know that the number one reason a customer switches to another bank is because of bad customer service. 

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Topics: customer service, integrated platform, customer interaction platform, banks